IT asset management means being able to account for every piece of hardware and software in your organization’s IT infrastructure. Maybe you don’t know the serial number of every mouse, but you know you have a backup supply of X mice, and when you replace someone’s broken mouse, you update your IT asset management system to reflect that you now have X-1 mice.
If it sounds like IT asset management is a big job, it is. But it’s critical to avoid unnecessary spending and to keep your organization’s security tight. If nobody reports a lost tablet, valuable data could be lost, stolen, or misused, and you could be fighting a PR battle as well as a security battle.
In some organizations, help desk software is totally separate from IT asset management software, but when the two are integrated, not only are operations more efficient, security is enhanced.
Knowing what’s on end-user desks and what’s in storage is a key to keeping all IT assets secure and accounted for.
When the Help Desk Software Is Separate from IT Asset Management
When IT asset management software is not incorporated into IT help desk software, many efforts end up being duplicated. Someone submits a help desk ticket that their laptop won’t boot. If the IT asset management software is separate, the help desk worker has to ask the end-user what kind of laptop it is and has to look up any specs the end-user can’t provide in the IT asset management software, thus extending the time it takes to resolve the problem. Multiply this scenario by 100 end-users and it’s easy to see how much time can be wasted going back and forth between IT asset management software and help desk software.
When Help Desk Software Incorporates IT Asset Management
If your IT asset management software is integrated into your help desk software, operations are streamlined. Someone submits a help desk ticket about a non-booting laptop. From the help desk software you can look up the laptop assigned to the end-user and have its specs available instantly. You can also see things like the fact that this laptop is always breaking and might be a lemon. Or that this end-user does a lot of field work at construction sites and should probably be upgraded to a ruggedized laptop. All this can be done from one interface, streamlining the process of resolving help desk tickets and the process of ordering new equipment when necessary.
The Cloud Takes It to the Next Level
Organizations have shifted countless operations to the cloud, and IT help desk software is no exception. Cloud help desk software that incorporates IT asset management gives organizations enhanced ability to resolve IT problems without ever losing track of hardware, software, or software licenses. The cloud allows these functions to be accomplished from a central location rather than installing help desk software and IT asset management software on the individual workstations of the IT team. Moreover, patches and upgrades are installed automatically, reducing downtime, enhancing security, and ensuring every IT team member is always using the same, latest software version. With this level of integration, ensuring the security of all IT infrastructure is easier.
IT operating expenses have increased in recent years, and this can directly affect an organization’s bottom line. Cloud solutions that integrate IT help desk software with IT asset management keep IT infrastructure secure, running, and accounted for without many of the sunk costs that have traditionally been associated with IT in the enterprise.
IT asset management is critical for preserving security and ensuring IT resources are used in a cost-efficient manner. With great IT asset management, you can immediately order a remote wipe of a lost device, and avoid buying a new laptop for a new hire since there are three unused laptops in storage that are ready for redeployment. When IT asset management is incorporated into help desk software, asset location and specs are available to help desk workers instantly, so solutions can be deployed more rapidly, less time is wasted, and resources are used more efficiently.
About Nathan Riley
Nathan Riley is a Sales Director, ITSM at SolarWinds. He has nine years experience in the industry, and has had a front row seat for the evolution of service management as a platform for the entire organization. He helps organizations ranging from SMB to Fortune 500 bring customized service to employees. Nathan proudly served the United States Armed Forces in the United States Marine Corps.
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